Troubleshooting

Fixes for common problems: balances showing a dash, slow or missing Monero and Zcash payments, apps that will not open, codes that will not scan, and old phones.

Find your problem below. Each fix is short, with a link where the full story lives.

#Balances

#A balance shows a dash

A dash (–) means AirWallet has had no answer for that coin yet. Each coin is asked separately, so one slow network does not hold up the others. If the dash stays:

1. Wait a minute, then refresh.
2. Open Settings → This phone: everyday wallet… (or This computer). This connection page asks each network now and shows whether it answers, how fast, and which server it used.
3. If you use Tor or another proxy, try without it. Some servers refuse Tor.

Bitcoin's free servers limit how many requests they take. When one refuses, AirWallet rests it for a few minutes and asks the others. If all of them are resting, the message says when it will try again ("Trying again in N min"). Your own servers avoid this: Settings → Bitcoin and Ethereum servers, and RPC URL for Solana.

On the offline device, balances come only from your everyday wallet. On the everyday wallet, select Sync balances, then scan that code with the offline device.

#Monero is slow the first time

Monero hides who paid whom, so an address alone shows nothing. Your device downloads each block and checks it with the wallet's view key. The node never learns which coins are yours, but your device does the work. Monero's chain grows by about 20 MB a day.

A new wallet's scan starts a day before it was made, as a margin for clock errors. The coin's line shows the progress, for example "syncing 40% (… blocks to go)". An old phone takes longer than a laptop. After the first sync, each wallet fetches only new blocks.

Private sync (Settings → Monero node) is slower by design. Each time a wallet opens, it downloads up to a day of blocks again, so the node is not told where the wallet left off.

#Older Monero or Zcash payments are missing

Monero and Zcash wallets scan from a start date, and payments before that date do not show. An imported recovery phrase does not know when its wallet was made, so its scan starts recently.

Open the wallet's ⋯ menu, select Monero: scan from a date… or Zcash: scan from a date…, and pick a day before the wallet's first payment. Each day further back is more to scan.

#A watched Monero wallet shows more than it holds

With only the view key, a watched Monero wallet sees what arrives but not what was spent. The first payment you make from it fixes this. That payment takes an extra round ("Step 1 of 2: which coins are spent"), in which the offline device tells the everyday wallet which coins are spent. After that, the balance is right and each payment takes one round.

#Solana tokens or history are missing on AirWallet Online

Solana's free servers do not answer web pages for token lists and activity. In AirWallet Online's Settings, add your own Solana server from Helius (free plan), Alchemy or QuickNode. See AirWallet Online.

#Activity is missing on BNB Chain

BNB Chain has no free block explorer for AirWallet to ask, so its Activity shows only a link to its explorer. An Etherscan API key on a paid plan fills it in: Settings → Bitcoin and Ethereum servers → Explorer API key.

#Opening the app

#macOS says AirWallet cannot be opened

AirWallet is not notarized by Apple yet, so macOS stops it the first time. Control-click the app, select Open, then Open again. Or go to System Settings → Privacy & Security and select Open Anyway. You only do this once.

#Windows SmartScreen stops it

AirWallet is not code-signed yet. In the SmartScreen window, select More info, then Run anyway.

#The Linux AppImage does not start

Make the file executable first: run chmod +x on it, or allow executing it as a program in its Properties. If double-clicking still does nothing, your system may lack FUSE. Start it from a terminal with --appimage-extract-and-run after the file name. See Install.

#A phone says a coin cannot run in its web engine

The phone's web engine is too old for that coin. Monero needs version 74 or later on Android, and Zcash needs 67. Every other coin keeps working. Update Chrome (Android 7 to 9) or Android System WebView (Android 10 and later) once, while the phone is still online. See Platforms and compatibility.

#You forgot your PIN or password

It cannot be recovered. On the lock screen, select Forgot it?, type ERASE, and restore your wallets from their words or a backup. See App lock, duress PINs and disguises.

#Scanning codes

#A code does not scan

Try these, in order:

1. Hold the camera steady over an animated code and let it collect the frames. Frames can arrive in any order, and later frames make up for missed ones. The scanner shows "Reading the animated code: N%".
2. Tap the code to make it bigger. AirWallet's own animated codes then offer Bigger dots, slower, which shows the same code in smaller parts.
3. Turn the showing screen's brightness up and tilt it away from reflections. If the scanning camera has a light, the scanner shows a button for it.
4. If it says the code was "made by a newer version of AirWallet", that one code needs a newer copy on the device reading it. Everything else keeps working; update that device when you want what the code does.

#Devices and updates

#The offline device's clock is wrong

Signing never uses the clock, so your payments are fine. A wrong clock only affects where a new Monero or Zcash wallet starts scanning, and the app lock's waits. Set the date and time in the device's settings, which works in airplane mode. See Clocks, old phones and other edge cases.

#You lost a device

Your coins are on the blockchains, and your words or a backup bring them back. Restore them on another device, then move the money to a new wallet. See Backups and recovery.

#Updating your devices

You can update the everyday copy and leave the offline device as it is: newer copies keep working with older ones. Update the offline device when a coin's network upgrades, or when a code says it was made by a newer version. Install the new version over the old one, and your wallets and settings stay. Carry the update to the offline device by USB cable or SD card. If Android asks you to uninstall the old app first, the file is not ours: stop. See Updates, downloads and outside code.

#Someone says they are AirWallet support

They are not. Nobody from AirWallet will message you first, call you, or ask for your words, a key or a backup, on Telegram, Discord, email or anywhere else. To report a problem, go to Help → Report a problem.